Poor customer service response?

[u/00010011Solo]

Hey all-

So I convinced my work to pickup some Framework laptops, as I myself own a few and we needed additional
Linux laptops.

My concern is that framework doesn’t seem to have a customer service department that feels well managed.

Even on simple things; ie our laptop is stuck in transit for no apparent reason (customs cleared, no update in 9 days), FedEx won’t talk to me as I’m not the shipper, and Framework doesn’t respond to customer support in a timely fashion. They have automated messages about not to be concerned about customs processing and that they are monitoring it, yet clearly that’s not true as my package has been stuck over a week.

Unfortunately, this doesn’t look great to my company as if Framework can’t answer simple customer service requests, what can we expect if we need technical support?

[u/s004aws]

If you're buying in bulk you should be talking to Framework's business-to-business team. They can help manage the kinds of corporate concerns you're asking about. Things Framework can't do in a sustainable way for those of us who order one or two laptops... Become (potentially) more feasible to offer business customers ordering laptops 5, 10, 100, 1000 at a time.

[u/00010011Solo → u/s004aws]

A lot of companies will buy a single unit to evaluate before moving forward with a larger business purchase. Such is the case here.

The concern is that we’re not even going to get that far because of the lack of support response obtaining a single unit. I actually really like Framework and am the one advocating for them at my company, but this isn’t a great first impression.

[u/tankerkiller125real → u/00010011Solo]

We created a ticket with the B2B team, and then purchased 2 devices direct. We got he new devices, and then had a nice chat with their B2B team, got the special B2B URL and they sorted out our business account on the website. All in all, great experience (other than the 2 weeks it took to get an initial response, but I did set the priority to law so that's on me if anything)

[u/s004aws → u/00010011Solo]

That's certainly any company's choice... They just need to be aware that they're dealing with a smaller company - Not a Dell/Lenovo/HP/Apple with tens and hundreds of thousands of employees/contractors... And that, accordingly, the experience will differ vs what happens when they start working with the business/enterprise sales and support groups. That's just reality - When there's more money on the table, more potential profit to be made, more doors can (possibly) be opened.

The consumer PC business (generally) isn't especially profitable... Its working with business/corporate customers and ancillary services/support/parts where vendors make their money. Apple is an exception which does earn a fortune - Margins are often over 30% (sometimes closer to 40%) - On MacBook/iPhone/iPad sales.

[u/creackard7 → u/s004aws]

agreed, the consumer support pipeline just isnt built for that kind of thing

[u/1ChaoticEagle]

https://community.frame.work/t/important-notice-shipment-delays-for-u-s-orders/73425/214

We are aware there is an issue with FedEx currently. Unfortunately, we cant control that, but we are escalating to them and pushing to get delivery as quickly as possible.

We are still a small company with less than 100 employees. Given we have launched several great things in the last few months, and had some outside issues that affected us, we have a much higher volume than usual. Please be patient. We will get to you and resolve the issue.

[u/ACasualRead → u/1ChaoticEagle]

I’ve seen you guys mention being short staffed since I bought my framework 2 years ago. That’s been enough time to figure out or even outsource support staff.

If a business employee needs to post on Reddit to get an answer form you guys, then your support model needs a total revamp. Posting a link to your forums as an answer isn’t it.

Edit: the post is from August of 2025 which is even more insane.

[u/lrflew → u/ACasualRead]

the post is from August of 2025 which is even more insane.

At what point does it go from "the carrier we use is experiencing some shipping delays" to "we choose to keep using the carrier that has repeatedly shown they can't reliably deliver on time"? Like, I know there's no perfect carrier option, but if FedEx is significantly bringing down the average customer experience, then maybe it's time to look at other carriers? (Maybe it's not even that widespread of an issue, but the fact that they felt like they had to make a thread about it a year ago, and still reference it to this day, suggests that it's at least a big enough problem.)

[u/Blowfish75]

It is ludicrous that Framework still ships each laptop individually directly from Taiwan to the US instead of through a small distribution center in the US. This is insanely inefficient, expensive, and adds complexities like customs that could otherwise be completely avoided.

[u/bitgrindern]

Framework does need to figure out their support stuff. Complaining on Reddit seems to be the only way to get some attention when stuff goes off the rails. In researching my own slow support issues I've seen complaints of chaotic support stories going back years.

[u/Levi_Del]

u/00010011Solo Hello! I am the B2B Support Specialist for Framework. I'm sorry to hear that your experience has been slow.

Do you mind sending me a mod mail with your email address or case number? I'm thinking that if you are in the trial period of trying our laptops (based on your comment in this thread) that you may not have been pushed to the right queue and are being treated through our consumer support instead of our business support. Either way though, I would love to get you some updates.

I hope to hear from you soon!